Customer Experience Specialist

About the Role Under direct supervision, the Customer Experience Specialist provides support and assistance to a global customer base across a variety of platforms, including email, phone, chat, web submission, and social media. The role goes beyond traditional support; you actively utilize a digital tools stack, engage in reviewing and training AI models, handle complex escalated complaints and public reviews. You investigate customer account details, order history and specific details to determine root cause, assist in resolving issues and identifying potential fraud. You work with the Customer Care Team to improve the customer journey, maintain positive relationships between departments, and service customer needs. The location is at the distribution center in Santa Fe Springs, California. Responsibilities Consistently provide quick, thorough, and meaningful interactions to customers through a variety of platforms including email, phone, chat, web submission, and social media. Utilize a wide array of systems, software, and platforms as needed to complete complex tasks (e.g., Salesforce, Shopify, HighJump, and emerging AI/CRM tools). Review and evaluate AI-generated customer responses for accuracy, tone, and brand alignment; providing feedback to assist in improving our customer experience and communicate issues, trends, and improvement opportunities to leadership. Assist with the onboarding and training of new team members on customer care protocols, digital systems, and standard operating procedures. Execute targeted outbound calls to proactively resolve customer friction, gather feedback, follow up on complex escalations, and identify natural opportunities for upselling and cross‑selling. Monitor and handle public reviews, offering feedback, responding constructively, and resolving escalated complaints as needed. Assist customers to resolve their issues, including but not limited to credits, refunds, returns, order problems, missing or damaged items, shipping and tracking, claims, inventory, and sizing. Respond to complex situations, assuring a high level of service. Handle daily communications between transport companies and internal teams to ensure successful claim processing for lost parcels. Resolve higher‑tier level issues that are escalated from other agents or automated workflows. Communicate and assist with our internal teams to reach the best solution for new issues and or problems that arise. Assist the warehouse teams with locating and supplying missing customer information requests. Collaborate with team members to achieve departmental goals while maintaining accountability for individual performance metrics (e.g., Average Handle Time, First Contact Resolution, Customer Satisfaction). Role responsibilities may evolve. Specialists are expected to maintain a flexible approach and assist with cross‑functional tasks as required. Complete special projects as requested by the management team and adapt to changing operational priorities. Education & Experience Requirements Minimum one (1) year of previous customer service, contact center, e‑commerce, or retail experience. High School Diploma or equivalent. Knowledge & Skill Requirements Prior service experience communicating via calls, emails, and chats is a must. Highly technologically adept: comfortable learning and navigating an array of modern SAAS tools. Exceptional attention to detail and quality control. Ability to time‑manage, organize, prioritize, and reorder workload in a dynamic environment. Customer‑centric attitude with stellar quality attributes in tone, demeanor, and critical thinking. Familiarity with contact center metrics, scorecards, and KPIs. Flexible thinker, capable of creating, adapting and customizing responses in an omnichannel environment. Typing WPM: 45 or above. Working Conditions The working conditions described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is a primarily on‑site position; employees are expected to perform duties in‑office during scheduled shifts. Remote work may be assigned on a limited basis based on business needs, but all real‑time customer interactions, including inbound/outbound calls and chat, must be performed on‑site. Incumbents in this position work under typical office conditions, and the noise level is usually quiet to moderate. Physical Requirements Able to reach and extend both arms to full length without restrictions. Able to type on a keyboard consistently throughout the day. Able to work with both hands without restrictions. Able to sit or stand for long periods (8‑12 hours) without restrictions. Ability to ascend and descend staircases without restrictions. Disclaimer This position description is not designed to cover or contain a comprehensive or exhaustive listing of activities, duties, or responsibilities that are required of the employee for this position. Similarly, the listed activities, duties, or responsibilities may change at any time with or without notice. Employees are expected to regularly review their position descriptions and ensure that they are executing the essential functions at a level that meets or exceeds the expected performance outcomes. Benefits New State‑of‑the–art HQ located in Beverly Hills. Formalized career paths for continued professional growth. Comprehensive health insurance across Medical, Dental and Vision. 401k match, with immediate vesting upon eligibility. Weekly catered lunches & fully‑stocked kitchen pantry. Opportunities to travel for trade shows and vendor meetings. Summer Fridays Early Departure. Team bonding events and programs. Attractive employee discounts. Equal Opportunity Employment Fashion Nova, LLC, and subsidiaries thereof, is an Equal Opportunity Employer. We are steadfast in our commitment to equal employment opportunities and pledge that these objectives are reflected in all aspects of our daily operations. We will continue to recruit, hire, train, and advance in employment qualified individuals in all job titles without regard to race, color, national origin, gender, sexual orientation, gender identity, religion, age, status as a protected veteran, criminal history, or status as an individual with a disability; and shall not discriminate against any individual, any such characteristic, nor any other classification protected by local, state and/or federal law. #J-18808-Ljbffr Fashion Nova